I was a target of the "Target scam" that was happening around Christmas time 2024. The scammers has my account number, name, address and phone number. I reached out to Xfinity to report it and explained the situation around 30Dec2025. I was assured it would not be an issue. The scammers then attempted to make a payment on my account on 02Jan2025. The payment was returned 09Jan2025. I call Xfinity on 11Jan2025 to ask what to do. They had me pay for January and February that day. Xfinity's advice caused a double payment on 11Jan2025 leading to a payment block (which we were not aware of until 26Apr2025) and CSA lock. Xfinity has told me over the last 4 months that the CSA lock is the reason I cannot pay online. However, I found out today, 26Apr2025, that it is actually the payment block causing me to not pay online. I have now wasted over 32 hours on the phone trying to get this resolved. Xfinity's only resolution has been to make me drive over 30 miles to a store that accepts cash payments. They have also referred me to the same store three times to have to get the CSA lock removed. Xfinity stores do not have that power. In total Xfinity has cost me over $100 in transportation costs due to mistakes by their own agents. After a 4 hour phone call today 26Apr2025 they said the best they can do is a $20 credit for the inconvenience. The payment block will not be removed until 13Jul2025 meaning at least 4 more trips to the store and more transportation costs.
If this issue cannot be resolved by crediting my account, or removal of the block that Xfinity caused we will be canceling our account.
Hello user_4og9uk, thanks for reaching out to our XFINITY Community Forum. It is certainly not an ideal situation when you have to start over again from a scam encounter. As a consumer, I understand the importance of making payments with the convenience of our online option. We do not wish to lose you as a valued XFINITY member! Rest assured, we will do everything within our power to further assist you with this matter. Please send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon click the "New message" (pencil and paper) icon then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
The concern is not "Community Center" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
user_4og9uk
Visitor
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3 Messages
1 month ago
I need to talk to someone based in the US. Just today i’ve been on the phone for 3 hours (and counting) and have been transferred over 5 times
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user_4og9uk
Visitor
•
3 Messages
1 month ago
I was a target of the "Target scam" that was happening around Christmas time 2024. The scammers has my account number, name, address and phone number. I reached out to Xfinity to report it and explained the situation around 30Dec2025. I was assured it would not be an issue. The scammers then attempted to make a payment on my account on 02Jan2025. The payment was returned 09Jan2025. I call Xfinity on 11Jan2025 to ask what to do. They had me pay for January and February that day. Xfinity's advice caused a double payment on 11Jan2025 leading to a payment block (which we were not aware of until 26Apr2025) and CSA lock. Xfinity has told me over the last 4 months that the CSA lock is the reason I cannot pay online. However, I found out today, 26Apr2025, that it is actually the payment block causing me to not pay online. I have now wasted over 32 hours on the phone trying to get this resolved. Xfinity's only resolution has been to make me drive over 30 miles to a store that accepts cash payments. They have also referred me to the same store three times to have to get the CSA lock removed. Xfinity stores do not have that power. In total Xfinity has cost me over $100 in transportation costs due to mistakes by their own agents. After a 4 hour phone call today 26Apr2025 they said the best they can do is a $20 credit for the inconvenience. The payment block will not be removed until 13Jul2025 meaning at least 4 more trips to the store and more transportation costs.
If this issue cannot be resolved by crediting my account, or removal of the block that Xfinity caused we will be canceling our account.
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EG
Expert
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110.9K Messages
1 month ago
The concern is not "Community Center" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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